Telephone Operator

Do you enjoy human contact and are committed to offering a quality experience to every interlocutor? Thanks to your listening skills, your reactivity and your professionalism, you are able to reassure, guide and accompany users from their very first call. Your objective: to guarantee rapid, efficient and professional handling of each request.
For more than 25 years, e-novinfo has been supporting its customers with innovative solutions and local service
In order to strengthen our Service Desk, we are looking for a Telephone Operator capable of offering a first-class customer experience while ensuring rigorous management of incoming requests.
YOUR RESPONSIBILITIES:
Backlog management and operational steering

• Ensure the reception of approximately 100 calls daily via the hotline.
• Guarantee that no call remains unanswered, in accordance with internal policy
• Reformulate and structure the issues expressed by users.
• Create tickets in the internal ticketing tool.
• Precisely qualify requests (category, priority, impact) according to the defined matrices.
• Re-qualify tickets if necessary to guarantee consistency.
• Direct tickets to the competent teams or technicians.

Backlog management and operational steering

• Perform a regular review of the backlog (ideally daily, at minimum weekly).
• Identify tickets that have been pending for a long time or are likely to be forgotten.
• Detect anomalies in categorization or priority.
• Close tickets according to predefined criteria.
• Report blocking or inconsistent situations to the team leaders.
• Contribute to internal fluidity and to the improvement of SLA compliance.

Coordination and relationship with teams

• Be the operational interface between clients and technicians.
• Participate in the operational meetings of the Service Desk.
• Exchange with team leaders in case of a need for escalation.
• Contribute to maintaining a high level of quality in the writing and structuring of tickets.
• The position does not involve hierarchical or functional authority over technicians.

PROFILE

• You hold a CFC as a commercial employee or equivalent
• Customer service and solution oriented, you enjoy teamwork
• Perfect mastery of French, German and English would be a real asset
• Resistant to stress, you know how to manage priorities and keep your calm
• Natural curiosity in technological evolution
• Good general knowledge of IT

EXPERIENCE

• At least 2 years of experience in a similar position

WE OFFER YOU

• A key position within a company recognized for its expertise and proximity to its customers.
• A varied function combining customer relations, operational coordination and request management.
• A dynamic, modern and stimulating work environment
• A company promoting autonomy, trust and team spirit
• The opportunity to make a difference every day thanks to your sense of service and communication

BENEFITS

• 5 weeks of vacation.
• Additional minutes allowing for the compensation of non-official public holidays of the canton of the place of work as well as bridge days.
• Improved professional pension plan (LPP), superior to legal standards.